Helpdesk Analyst

Spectraforce Technologies; Dallas (TX); On-site; USD 24,796 - 38,572; Full time

Job summary

Spectraforce Technologies is seeking a Helpdesk Analyst/L2 to deliver on-site IT support in Dallas, TX. The role covers desktop support for employees and contractors, including Windows, Office 365, and mobile devices, with a focus on problem solving and teamwork.

You will handle incoming incidents, assist with conference room technology, devices, and printing, and document status while escalating as needed to ensure quick, effective resolutions.

Qualifications

• Experience diagnosing technical issues and providing timely resolutions.
• Strong customer service mindset with clear communication and teamwork.
• Familiarity with remote access tools and standard IT support processes.

Responsibilities

• Resolve on-site hardware/software incidents for employees and contractors.
• Assist with conference room tech, pre-meeting testing, and in-meeting troubleshooting.
• Install/move devices, manage printing, configure mobile devices; document inquiries and follow up.

Skills

Splunk

Aternity

NexThink

Problem solving

Communication

Tools

ServiceNow

Windows

Office 365

Mobile devices

Job description

Title: Helpdesk Analyst/L2 support

Location: Dallas, TX

Duration: 6 Months

Job Description:

• This role is to provide on-site (5 days/wk) Desktop Support (e.g., Windows, O365, mobile, peripherals, laptops) for employees and contractors.
• You will bring excellent problem solving, communication and teamwork skills, along with agile ways of working, strong business insight, an inclusive leadership attitude and a continuous focus on learning.

Here is What You Can Expect on a Typical Day:

• Resolves technical issues from incoming hardware/software incidents for on site and remote users.
• Provides assistance with conference room technology (pre-meeting testing and in-meeting troubleshooting)
• Assists with device installation or moves (disconnect/reconnect), managed print setup and troubleshooting, mobile device configuration, and troubleshooting
• Documents and tracks status of client inquiries, coordinates appropriate response and follows up to ensure client satisfaction.
• Exercises judgment within defined procedures and practices to determine appropriate action, escalates, as necessary.

The Skills & Expertise You Bring:?

• Strong knowledge of diagnostic tools (Splunk, Aternity, NexThink) and ticketing applications (ServiceNow)
• Proficiency with computer software and hardware
• Ability to troubleshoot client problems by identifying the symptoms, reviewing documentation, asking smart questions, consulting technical partners as needed, with the goal of quickly resolving the reported issue and following up to ensure long term success of the solution.
• Ability to use remote access tools to interact with client's computer, search through files and install software drivers to resolve issues
• Experience or familiarity in using modern programming languages such as Python, Powershell, and APIs to gather device information and use this information to proactively address compliance issues on devices, automate administrative tasks and provide on demand troubleshooting scripts.